How Can I Get My Faulty Oven Fixed?

Question

My Dacor gas range's oven didn't heat evenly from the get-go. While it was under warranty, I tried to have it repaired twice. The authorized repairmen told me nothing was wrong, but the problems multiplied: The front panel fell off, the oven door wouldn't close tight, and the burners didn't ignite automatically (I resorted to using matches). I called Dacor for another checkup-this time at my expense  and the repairman found a faulty gas valve, among other problems. Although I was told that all replacement parts would be covered, now that Dacor has received the estimate ($800), the company is balking. Can you help?

 Joanne Young, Wilmette, Illinois

Answer

Shortly after GH made the call to Dacor's marketing rep, the company agreed to ship you a new model  at no cost. You did the right thing by contacting authorized service people. But you would have had an easier time getting your oven fixed if you had let Dacor know about the problem before the warranty expired. Lesson learned: If you're dissatisfied with a product's performance  or any follow-up service  don't hesitate to call the manufacturer directly. Also, hang on to repair receipts. Companies are more likely to work with you if you can prove you already tried to get the problem fixed.

Do you have a consumer gripe and need us to come to your rescue? E-mail the details to GHtotheRescue@hearst.com. Please include your daytime phone number.

Good Housekeeping already has an account with this email address. Link your account to use Facebook to sign in to Good Housekeeping. To insure we protect your account, please fill in your password below.

Your information has been saved and an account has been created for you giving you full access to everything goodhousekeeping.com and Hearst Digital Media Network have to offer. To change your username and/or password or complete your profile, click here.